Conflict with the client: ways to resolve

In many salons, cosmetology centers, conflicts periodically arise in communication with clients. Conflicts are of different levels: between the client and the specialist (master), between the client and the administrator. Sometimes they are resolved at the level of their occurrence, and sometimes they develop into a conflict between the client and the salon. In the latter case, at least the intervention of the enterprise manager is required to resolve the conflict.

There are cases when a conflict arises for quite objective reasons: due to miscalculations in the work of personnel, insufficient professionalism of employees, errors in the organization of the provision of services. Depending on the specific situation and the tactics of the salon staff, the conflict can either be skillfully resolved or develop into a serious clash. An offended client can go to extremes in his demands for moral and material compensation, even without initially having such a goal.

Client and salon: psychological duel

It is difficult to think of a situation where the salon staff could be interested in a conflict. Any conflict between the client and the salon works against the image of the salon and its employees in one way or another. Some clients skillfully use this for their own selfish purposes, trying to achieve material and sometimes moral compensation as a result of the service rendered. In this case, the client does not rely on proof, for example, of the poor quality of the service, but on the effectiveness of psychological pressure. If a scandal occurs in the presence of other clients , then often, choosing the lesser of two evils, the administrator or manager returns the money for the service to the client to resolve the situation as soon as possible. However, when expressing claims, the client still argues his dissatisfaction with the unsatisfactory quality of service. If the salon employees are sure that they are right, then the administrator or manager must take the situation into their own hands, adhering to the following algorithm of actions.

1. Try to reassure the client with a promise to sort out his claims. Having received hope to achieve what he wants, the client calms down, and therefore his demonstrative psychological attack stops or decreases in the presence of other clients.
2. It is necessary to explain to the client that in order to satisfy his requirements, a written application is necessary and for this you need to go to a separate office and formulate claims in a calm atmosphere.

A self-confident client leaves the “battlefield” almost a winner. The manager gets the opportunity to turn the conversation in a more relaxed atmosphere into a constructive direction, focusing the client's attention on the need to argue in writing claims to the quality of service. The client's statement may come in handy later. If a standard system for documenting the parameters of the procedure has been established in the salon for this service, an “informed consent” of the client is issued for the effect being made with all the necessary warnings, then sometimes it is not difficult for an adequate client to understand the futility of filing a complaint or claim.

If, nevertheless, the client continues to insist on his own, then it is quite reasonable to point out to him his right to apply to Ukrpotrebnadzor, the Consumer Rights Protection Society, to the court. The confidence of the salon manager that he is right often negates the desire of the client to continue any attempts to prove the legitimacy of his claims. Yes, he did not count on this, but on the effectiveness of psychological pressure on the staff and the manager of the salon, and right here and now.

As a result, if we have to return the money to the client, then in some way we ourselves are wrong and allowed him to prevail in this psychological duel.

Counter Tactics

What is the secret of success in countering consumer extremism?

First, and this is obvious, it is necessary to organize a quality service.

Secondly, it is necessary to have an evidence base confirming the fact of the correctness of the actions of a specialist.

Thirdly, you should never follow the client's lead and arrange proceedings in the presence of other clients.

Fourthly, consideration of a claim is permissible only by an authorized person and only after the client submits a written application addressed to the director of the salon and collects information from all parties to the conflict and, first of all, from the service provider.

Fifthly, having demonstrated to the client that he is right, it is necessary to remind him of his right to file a complaint with the local department of Ukrpotrebnadzor, the Consumer Rights Protection Society or the court.

As a rule, such a tactic of actions of the salon administration, self-confidence of the manager brings success, and the client refuses to take further actions, realizing their futility.

Provide details

The weakest point of the salon may be the lack of an evidence base confirming the correctness of the specialist's actions. The presence of a developed standard for the provision of a service (performing a procedure) can significantly alleviate the situation of the salon when considering a claim from the client. This is true, but only on condition that the specialist performing the procedure has a document confirming his appropriate qualifications and legally correctly documents the provision of the service. In this case, the salon will not justify itself, but the client will not simply justify his case by making claims against the salon.

If, before providing a service or even in the process, a specialist explains his actions to the client and justifies them by following the standards and approved methods, then this is already a prevention of the manifestation of consumer extremism. The standard for the provision of a particular service, if any, is developed for a specialist, and it makes no sense to bring its content to the client without special need. All information necessary for the client should be contained in the “informed consent” signed by him, if such is provided for by the rules for accepting clients or patients for a particular service.

From the experience of practice

Permanent make-up is different in that after 2-3 procedures each client becomes a regular guest of the salon or master, periodically, with an interval of 1-3 years, coming to the procedures to maintain the desired quality. And there are times when, before the second procedure, the masters themselves, on their own initiative, return the money to the clients for the first procedure. The real reason in each case is the unwillingness of the salon (master) to cooperate, neatly speaking, with a person who is not quite adequate. Returning the money, the specialist deliberately incurs costs for not being able to discern a “potential problem” in the client in a timely manner due to the impossibility of mutual understanding. In these cases, clients may not want to take the money, expressing a desire to undergo further procedures. The master, on the other hand, can argue his actions by saying that he does not have the moral right to continue the procedures, since he is not sure that he understands the client and will be able to meet her expectations.

There are times when masters refused to do permanent makeup to clients already at the stage of preliminary consultation. The lack of understanding with the visitor and the resulting unwillingness of the salon to see a particular lady in the form of a regular client is the real reason for parting. For the client, another version is voiced: “We have no right to do the procedure, because we are not sure that the client will get the result she expects.”

Experienced craftsmen recommend the following tactics when refusing service to a client. In no case should the client feel offended. We must let her know that the whole point is not in her, but in a specialist! We do not have the moral right to provide a service, because we are not sure of ourselves. And even better, if we do not just send her to the street, but give her, if not specific recommendations on whom to contact, then at least advice on how to find the specialist she needs. Any client for the master - or advertising, or vice versa. The offended and rejected woman will find a way to take revenge on us. And one more piece of advice. If you consider it expedient in any case to yield to the client and give her a discount, then she must be aware that this is not an admission of your wrong, but it is your good will to meet her halfway.

With hope for the best

You can for a long time give various options for possible conflict situations that the salon staff can potentially meet. It is difficult to make conflict experts out of all employees, but if we want to achieve success in our business, we must be realistic and ready to adequately and professionally respond to any situation. A professional in the service sector must also be a psychologist. This applies to both the master and the administrator, and even more so the manager. Everyone in their place should be able to prevent and, if possible, extinguish the conflict. And the administrative link of the enterprise should know at least the basics from such an area of psychological practice as conflict management.

In conclusion, I would like to say that the topic raised in this article is typical for our society. There are no such problems in the countries that we usually call “civilized” and where legal mechanisms for resolving customer claims have been formed. Every specialist (or almost everyone) insures his professional activity in an insurance company. With the help of his lawyer, he draws up the “informed consent” of the client (patient) to the procedure or service agreement in such a way that it is easy to defend himself in court against unauthorized claims from the client. In these countries, if a specialist is wrong and knows about it, then he tries to negotiate compensation with the client himself or through a lawyer, assuming that through the court his costs will be higher. If the specialist feels he is right, then he turns to his lawyer or to the insurance company.